Calm Challenging Patrons: How to Navigate Difficult Interactions

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Program Type:

Webinar Series
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Program Description

Event Details


Register for this one-hour webinar. 

(A recording will be available under the CALL Academy People Connect Institute category one week after delivery)

No one wants to deal with difficult patrons, yet you will inevitably encounter one or two unreasonable people. In Calm Challenging Patron, you'll convert negative interactions into positive outcomes by implementing the six-step model. This practical system is the same one that MJ developed to manage difficult corporate clients, giving her the nickname of The Clean-Up Crew because she could calm angry customers.

The A.L.E. technique unlocks the "why" behind the patrons’ behaviors and emotions. You’ll get suggestions to incorporate key verbal and non-verbal communication strategies to defuse conflicts, meet the patrons’ needs, and improve relationships. With the Calm Challenging Patrons’ step-by-step model, you'll navigate challenging interactions confidently and easily by applying the tools provided.

This program will help you learn how to:

  • Understand the common cause of challenging patrons' behaviors and how to de-escalate them effectively
  • Use the A.L.E. technique to understand the patrons’ perspective
  • Develop effective communication strategies through the six-step model to resolve conflicts and build a stronger rapport with your patrons


Prsenter: MJ Callaway, CCMS, C.S.P., CVP

Corporate trainer and motivational speaker MJ Callaway is an award-winning author of and founder of the Bounce-Up™ Concept. During her time as the only female sales executive in the Top Five for a national builder, MJ's co-workers called her the "Clean-Up Crew" as she could convert angry customers into happy ones. Calming Difficult Customers is a skill they don't teach in library school. MJ is a certified Change Management Specialist, Certified Sales Professional, and Certified Virtual Presenter. She's earned a Holistic Resilience certificate from Point Park University. Her popular book, Bounce-Up: Outpower Adversity, Boost Resilience, Rebound Higher, has been endorsed by the Healthy Workforce Institute's C.E.O.

CALL Training Partner for this Event: PCI Webinars

Additional Information

Enrollment Statement

I understand that a space will be reserved for me in this learning opportunity at a cost to CALL, and if I am unable to attend this learning opportunity, I will cancel my enrollment as soon as possible and before the start date. 

Recording in CALL Academy

The recording for this session will be made available in CALL Academy approximately one week after delivery.